The Support Questionnaire is the support request form that users complete when they run into an issue, have a question, or need assistance with Docupath. Submitting the form creates a support ticket that is routed to whichever party provides first-line support for the user's instance.
Every request starts with a Feedback category. The category you select classifies the kind of feedback you are sending, and it determines which type of ticket is created, whether any additional fields appear on the form.
How It Works
Form Fields
The first field on the form is the Feedback category. Required fields are marked with an asterisk.
Feedback category (required): The kind of request you are raising, selected from a dropdown. The options are Report a Bug, Ask a Question, Feature Request, Improvements, Documentation Feedback, and Security.
The category you choose determines the fields of the form and each category is covered in its own section below.
Report a Bug
Use Report a Bug when something is not working as expected. Tell Docupath what happened and the support team looks into it. This is the only category that creates a Support Request.
Severity (required): The priority level of the request. The options are:
Critical (P1): Major outage, requires immediate attention
High (P2): Key features impacted
Normal (P3): Minor issue
Low (P4): General request
Subject (required): A short summary of the request.
Document ID (optional): The unique ID of the document. This is a special UUID that Docupath assigns to each document.
Document Type (optional): The relevant document type for the request, selected from a dropdown (for example, Invoice, Purchase Order, Bank Statement, Quote, Freight Invoice, Confidentiality Agreement (NDA), Form I-9, General Contract, Legal Invoice, Receipt, or Partnership Agreement).
Document Number (optional): The number of the document, as extracted by Docupath from the document.
Sub-Organization (required): The relevant sub-organization for the request, selected from a dropdown. The dropdown lists your organizations, which can be expanded to reveal their sub-organizations.
Description (required): The details of the request. A member of the support staff responds as soon as possible.
Attachments (optional): Files attached to the request. Supported formats are JPG, PNG, JPEG, and WEBP, up to 10 MB.
Click Submit Request to send the form.
Severity Levels
The severity you select at submission is recorded as the request's priority. The support team can reclassify that priority once they have analyzed the request, so the priority on a ticket may end up differing from the severity you originally chose.
Severity | Priority | What it means | How it is picked up |
Critical | P1 | Major outage, requires immediate attention | Escalated to the support team immediately, including outside office hours |
High | P2 | Key features impacted | Escalated to the support team immediately, including outside office hours |
Normal | P3 | Minor issue | Assigned automatically to a support agent, handled during office hours |
Low | P4 | General request | Assigned automatically to a support agent, handled during office hours |
Auto-Filled Document Fields
To save time, document-related fields can be filled in automatically. When the Support Questionnaire is opened while reviewing a document (by clicking the Support Questionnaire icon on the Approve-page Screen), the following fields are enriched automatically:
Document ID: The UUID Docupath assigns to the document
Document Type: The document's type
Document Number: The number Docupath extracted from the document
Sub-Organization: The sub-organization the document belongs to
General Request
The following categories are submitted as a General Request:
Ask a Question
Use Ask a Question when you have a question about Docupath and want the support team to help you find the answer. This is a request for help or clarification, not a report of something that is broken. If something is not working as expected, use Report a Bug instead.
The support team reviews the question and works to resolve it by clarifying how Docupath behaves, or how to achieve what you are trying to do.
Feature Request
Use Feature Request when you have an idea for a genuinely new feature, something Docupath does not do today. If the capability already exists and you want it to work better, use Improvements instead.
Feature Requests are not worked as incidents. They are considered against the Docupath product roadmap, so they do not carry the same response commitments as a bug report.
Improvements
Use Improvements when you see a better way of doing something Docupath already does. This is an enhancement to existing behavior, as opposed to a brand-new capability, which belongs under Feature Request.
Improvements are reviewed for recurring themes. Where the same suggestion comes up repeatedly, it can lead to Help Center updates, additional testing, or enhancements to the platform.
Documentation Feedback
Use Documentation Feedback when you cannot find what you are looking for, or when something in the documentation is unclear.
When you select it, the form asks for one additional classification:
Feedback Type (required): The kind of documentation problem you are reporting. The options are:
Missing Content
Incorrect Information
Difficult to Understand
New Article Request
You can also optionally provide the URL of the Help Center article the feedback applies to, which helps identify the article being referred to.
Security
Security is handled differently from every other category. Selecting it does not create a support ticket. Instead, you are asked to report the issue through Docupath's dedicated security channel, by emailing the Compliance and Security team directly, so that potential vulnerabilities and security concerns are handled confidentially, outside the normal support ticket flow.
Unlike Report a Bug, these categories do not carry a severity-based priority.
Ticket Routing
Depending on the business agreements in place, tickets created with this form are routed either to Docupath or to the partner that manages the customer the user belongs to.
Bypassing Direct Support and configuring routing to support email addresses of partners can be done by Admin users of a tenant by navigating to System settings → Bypass default support requests.
Notes
The severity you choose is a starting point, not a final classification. The support team can reclassify a request's priority after analyzing it.
Attachments must be in JPG, PNG, JPEG, or WEBP format, up to 10 MB.